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Forum Discussion
CBR750 Fails after firmware update
I recently updared the firmware on my Orbi CBR750 to the latest v4.6.3.6_2.0.48 update. I can no longer establish internet connectivity. Prior to updating my connection was fine with no issues. My ISP...
Hi Dellaman87. I started this string I believe close to a month ago and last 2 weeks spent time on several calls with NG trying to resolve. I was highly disappointed in that they did not have a solution other than trying to convince me that the drop in download speed was what I should experience with WiFi. When I told them that the drop happened after the firmware update, they wanted proof so I sent them a screen shot from the Orbi app. That was not good enough as they tried to tell me that app was bad. I told them Speedtest gave me the same pattern and of course they wanted proof of that which I could not provide, as to my knowledge, Speedtest does not accumulate history. They tried to place the issue on Xfinity which when I test off of an Ethernet cable, I run the download speed that I am supposed to run at + 900 Mbs not the 600 Mbs that is post firmware update. Just to be sure, I talked to Xfinity and they confirmed that they were performing as advertised. After shooting down all of their excuses, they came up with "let's throw parts at it" since they don't seem to want to own this issue. They are now shipping me a new Orbi at their suggestion though before agreeing to the approach, they told me that this would not fix the problem. I figured I have nothing to lose and the Orbi is to arrive tomorrow perhaps using this as proof that they have the issue in their firmware change. Then, I have to go through the hassle of having to return one of the Orbis. I understand that IT issues can happen and I am willing to work with anyone as long as they show interest in resolving matters. NG has not displayed that desire yet and I am highly disappointed. I have received better suggestions from the Community than from NG.
FYI, the problems of speed testing and results are effected on the CBRs internal speed test app and Orbi app. NG is aware of this and is working on it. More direct connections with wired speed tests and test apps like Ooklas installable speed test app should see to spec speeds. "It DOES NOT impact actual speeds on phones/laptops, etc. Only impacts internal Speedtest client." Fixes should be out in next FW update. Fixing problems can take longer than expected and more than just over night fix can't be done. So please be patient.
Thanks Furrye38 and understand that updates can take time. NG should update their database for top issues so that their support line can provide up to date information. One thing that I would question is that prior to the firmware update, I had no issues with weak signal on the satellite. Now I do consistently have the satellite displaying a blue or amber light periodically over the day. Are they aware of this too and will it be addressed by the firmware update? I have tried moving the satellite with no change as lights still display periodically.